Operations Cluster Manager

1 week ago

Bhubaneshwar, Odisha, India Emphoria Works Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Role Overview

The Cluster Operations Manager (COM) acts as the regional business head for EMPHORIAs logistics operations within an assigned cluster.

Responsible for revenue growth, trip performance, SLA adherence, client satisfaction, and driver-owner engagement, the COM ensures operational discipline while maximizing fleet utilization and protecting profitability.

This role is execution-driven and business-focused — combining on-ground operational control, client retention, and ecosystem stabilization to deliver sustainable growth at the cluster level.

Key Objectives

  • Deliver 98%+ SLA adherence for all client commitments within the cluster.
  • Drive revenue growth 98% of targets through upselling and client retention.
  • Maintain vehicle uptime 95% to ensure maximum trip productivity.
  • Build strong, trust-driven relationships with clients, drivers, vehicle owners, and vendors.
  • Act as the single point of accountability for operational performance, driver engagement, and cluster profitability.

Roles & Responsibilities

A. Cluster-Level Business Growth & Client Retention

  1. Manage and strengthen relationships with existing clients to secure repeat contracts and ensure retention 95%.
  2. Identify and acquire new business opportunities within the cluster — focusing on EPC projects, industrial clusters, and port cargo volumes.
  3. Negotiate freight rates, SLA commitments, and payment terms in alignment with HOL and LFP strategies.
  4. Upsell volume commitments within existing accounts to maximize revenue per vehicle/day.
  5. Prepare cluster-specific business growth forecasts and align them with statewide targets set by HOL.

B. Operational Execution & Performance Management

  1. Push Fleet Leads to achieve planned trips per vehicle/day 98% adherence.
  2. Ensure vehicle uptime 95% by proactively coordinating with Fleet Leads and vendors for timely maintenance and repairs.
  3. Oversee daily dispatch planning in collaboration with MO and COM's Fleet Leads to ensure capacity alignment with client demand.
  4. Monitor CommandNet dashboards to track live trip statuses, idle times, and SLA breaches for immediate variance control.

  5. Handle on-ground escalations including:

  6. Driver absenteeism

  7. Vehicle breakdowns
  8. Traffic delays

  9. Client-side operational blockages

  10. Deploy contingency plans for standby drivers and backup vehicles via coordination with CM and DRM.

C. Stakeholder Engagement & Ecosystem Stabilization

  1. Build strong relationships with vehicle owners, driver groups, local agencies, vendors, and community leaders to ensure driver loyalty and operational stability.
  2. Act as the first escalation point for disputes between drivers, vehicle owners, Fleet Leads, and clients.
  3. Conduct monthly driver-owner meets to maintain alignment on payouts, trip targets, and compliance requirements.
  4. Partner with CM to roll out driver retention, welfare, and incentive programs at the cluster level.

D. Reporting & Financial Accountability

  1. Submit daily, weekly, and monthly cluster performance reports to HOL and MO covering:

  2. Trips planned vs achieved

  3. SLA adherence %
  4. Revenue achievement vs targets
  5. Idle loss & diesel variance analysis

  6. Driver absenteeism & attrition levels

  7. Work with LFP to monitor client-wise profitability and reduce cost/km variances within the cluster.

  8. Support timely invoicing, collections, and penalty recoveries within the cluster.

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